Nik Kingsman's Experience:
Community Manager at FoxtelJuly 2013 - July 2019 | Melbourne
📍Designing and configuring a fit-for-purpose community structure and selecting appropriate interaction styles and features. 📍Defining community roles and responsibilities and creating a comprehensive set of community guidelines and policies. 📍Working with Marketing to increase usage and membership and expanding the community to add new topics, languages, audiences or geographies. 📍Leading and managing moderators. 📍Managing off-domain activity, or coordinating with those who do. 📍Developing a communication plan for community members and responding to critical incidents and customer issues. 📍Managing touch points within other functions (sales, support, marketing, product) as they relate to the community. 📍Creating and managing a community calendar including planning and executing community events and activities to support business events. 📍Developing a measurement program and delivering regular reports to stakeholders Conducting periodic evaluations and competitive analysis.
Community and Content Advisor at The Lost Dogs' HomeFebruary 2012 - April 2013 | North Melbourne, Australia
Responsibilities/Achievements: 📍Social Networking Research & Development. 📍Responsible for building, maintaining, monitoring and optimising social networking accounts. 📍Create and share engaging content while adhering to brand management. 📍Develop and maintain company websites. 📍Purchase, renewal and administration of domain names. 📍Online campaigns: Email, Online advertising, Landing Pages including donation payment forms.
Web Developer at The Lost Dogs' HomeNovember 2009 - February 2012 | North Melbourne, Australia
Responsibilities/Achievements: 📍Social Networking R&D 📍Responsible for building, maintaining, monitoring and optimising social networking accounts 📍Create and share engaging content while adhering to brand management 📍Develop and maintain company websites 📍Purchase, renewal and administration of domain names. 📍Technical Helpdesk Support.
National Pet Register Team Leader at National Pet RegisterNovember 2007 - November 2009 | North Melbourne, Australia
Responsibilities/Achievements: 📍Call Centre Training 📍Monitoring and Development 📍Rostering to adherence of roster 📍Customer Complaint handling via phone and written communications 📍Microchip event management and support 📍Data Entry 📍After hours telephone support 📍Purchasing management
Senior Customer Service Representative - Internet at AustarNovember 2005 - November 2007 | Robina, Queensland
Responsibilities/Achievements: 📍Develop and Maintain Mobile and Internet Intranet. 📍Help CSS' achieve current KPI's by supporting the Service Essentials standard and reduce error rates by either rostered or real-time Coaching and Development sessions. 📍Provide support for new employee's while gaining skills from in-house training. 📍Call Buddying with CSS' and providing positive feedback on observations. 📍Facilitating Briefing sessions and Team Meetings. 📍Stepping into the Team Manager Relief role. 📍Ability to priorities and implement time management skills on a daily basis. 📍Handle supervisor escalated calls professionally and following up on customer requests to provide a satisfactory outcome for both the business and customer. 📍Call Monitoring through score sheets and Cue Cards. 📍Update Rostering in eSchedule Planner as needed. 📍Involvement in interview process. 📍Provide daily, weekly and monthly reports to CSS', Team Managers and Customer Service Management. 📍Co-ordinate ad-hoc activities to Internet / Mobile Specialists to maintain occupancy. 📍Motivate and maintain morale through retention campaigns and daily activities. 📍Prioritize Internet and Mobile activities on a daily basis. 📍Support the CSS' and Internet / Mobile Management team. 📍Support the needs of the Business and encourage others to do the same. 📍Provide communications to the Internet / Mobile teams with day to day updates. 📍Administration duties such as database creation and housekeeping, payroll and reporting. 📍Knowledge of billing systems, rostering software (Workforce TCS) and call / staff tracking software (Terronova and Lucent Centre Vu).
Resource Planning / Planning & Operations at AustarJanuary 2004 - December 2005 | Robina, Queensland
Responsibilities/Achievements: 📍Maintain the integrity of data within the various management information systems as per Card Requests submitted on a daily basis from all business units, Databases include: Shift Track, Centre Vu, Terronova, Lotus Notes System Office Details and Excel. 📍Identify trends and highlight opportunities for maximising the call centres performance and productivity, whilst maintaining documents relating to the IVR: such as Visio IVR Work Flows Future and Current. 📍Provide input into planning activities such as call routing and overflow, staff skill allocation and staff access through IVR, CMS and PABX. 📍To collate, analyse, automate and maintain data collection from the call centre's systems including PABX, CMS, IVR, and Forecasting and Scheduling software. 📍To assist the Resource Planning Reporting Analyst with Changes made to the IVR, PABX, call routing and Skill allocation for all business areas. 📍Establish and maintain effective partnerships with key management stakeholders within each business unit especially within the IT environment eg: telephony. 📍Provide support and training to Centre Management and staff at all levels in relation to CMS Reporting, Card Requests, Skill Changes and Call Routing. 📍Act in a business analyst capacity with regards to Call Centre change management through the DIR / PID process, and make recommendations to business units regarding the change management process. 📍Create and edit Designer Custom Reports in Centre Vu / Terranova as per business requirements. 📍Assist and complete rosters for Resource Planning Analysts as and where required. 📍Undertake special projects and all other duties as directed by the Resource Planning Manager. 📍Write / Configure eNotification server and maintenance on the server.
Customer Service Representative - Internet at AustarJuly 2000 - January 2004 | Robina, Queensland
Responsibilities/Achievements: 📍High level Customer Service for over 37,000 customers. 📍Internet Troubleshooting. 📍Internet Billing. 📍Sales and Retention. 📍T-mail and Interactive Pay-TV Services. 📍Configurations for Windows 95 (all versions), Windows 98 (all versions, Windows ME, Windows 2000, Windows XP - Home and Professional version, Mac - higher than OS 7.5, Dial up network (phone number), Webpage and E-mail Setup (Microsoft - all versions higher than version 3, Netscape - all versions higher than version 3, IncrediMail). 📍Upgrade and Downgrade of Internet, Pay-TV and Interactive Services. 📍Enquiries and General Questions about products. 📍Homepage creation and FTP enquiries. 📍General AUSTAR Pay-TV Services.
Communications Officer at Couran Cove ResortNovember 1998 - February 2000 | Stradbroke Island, Queensland
Responsibilities/Achievements: 📍Answering incoming and outgoing calls. 📍Administration calls & transferring of internal and external calls. 📍Sending and receiving Faxes and Emails. 📍General office duties which include typing. 📍Computer work -Microsoft Word, Excel, Power Point, Outlook. 📍Creation of Intranet pages within the department. Achievements: 📍Creation of an Intranet for the Communication's Department which provided up-to-date information of - Hotel Information and Procedures. This then gave me the opportunity to help maintain the Couran Cove Website.
Hotel P.A.B.X. Operator at Sheraton Mirage HotelNovember 1996 - November 1998 | Main Beach, Queensland
Responsibilities/Achievements: o Maintaining P.A.B.X. System. o Setting up telecommunications for conferences and meetings. o Answering incoming and outgoing calls, administration calls, transferring calls. o Sending and receiving Facsimiles/Emails for guests. o Wake-up and reminder calls. o Security procedures. o P.A.B.X. back-ups and documentation.